Quality and Customer Service Professional
Open To Work
Alfred J. DeDominicis III
FIXX Energy (formerly AESC)
Murfreesboro,TN
Work Preference
Desired Job Title
Manager Customer ServiceSupervisorDirectorWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridLocation:
Murfreesboro, TNNashville, TNFranklin, TNOpen to relocation:
NoImportant To Me
Work-life balanceHealthcare benefitsCompany CulturePersonal development programsSummary
EXECUTIVE SUMMARY
25+ years leading teams | 250 employees mentored | $30M contract secured | $2M+ costs eliminated
I am a results-driven operational leader with over 25 years of experience building high-performing teams, designing customer-focused processes, and delivering measurable business outcomes across telecommunications, manufacturing, logistics, and customer service industries.
My career has been defined by a consistent ability to build things from scratch - departments, programs, playbooks, and teams. At Verizon Wireless, I founded four customer-facing organizations from concept to full operation, managed teams of up to 75 supervisors and representatives, and mentored approximately 250 employees into leadership positions. I led an audit initiative that restored a $30M client relationship and a finance project that eliminated $1.2M in call center credits in a single quarter. I developed and maintained technical training programs for mobile internet and device support from 1999 through 2021 — that served as the backbone of technical support for thousands of representatives nationally.
At Franke Home Solutions, I inherited a failing customer service department and restructured it in six months — raising service levels from 40% to 65%, call answer rates from 65% to 84%, eliminating up to $1M per month in unnecessary client fees, and managing an offshore vendor team in the Philippines. At FIXX Energy (formerly AESC), I built an In-Process Quality Assurance department from the ground up, serve as the on-site IT liaison between Export and IT operations, and have been recognized by IT team members for technical aptitude and adaptability across systems.
I am known for staying calm under pressure, holding myself and my teams to a high standard, and finding solutions where others find obstacles. Whether leading a team of 75 or troubleshooting a system issue alone on a weekend, I bring the same level of ownership and accountability to the work.
1
Certification
29
Years of experience
Work History
Quality Control Technologist
2 Years 4 Months- Developed workflow procedures, training procedures, 5S procedures, and Safety procedures. Produced Standard Operating Sheets for the newly implemented In Process Quality Assurance. Ensure product, process, and system quality and integrity through various modes and phases of testing with the latest and best equipment available. Manage 6 technicians per shift. Run Lab Tests to verify the integrity of our products and systems. Ensure all lab equipment is calibrated. Ensure 5S and continuous improvement daily with respect to workflow, procedure, 5S, safety and Kaizen.
Feeder Supervisor
3 Years 2 Months- Achieved timely and accurate load dispatch from 17 hub centers and 5 meet points during night sort operations. Facilitated accurate identification of unloaded trailers in the system. Rectified discrepancies in trailer tracking upon arrival or departure to improve operational efficiency.
- Engaged with team members to streamline processes and consistently meet delivery deadlines.
- Conducted in-depth training for new employees, emphasizing adherence to safety protocols and operational procedures.
- Oversaw equipment performance monitoring, identifying issues and coordinating necessary repairs.
- Enhanced workplace morale by leveraging effective communication and teamwork to address challenges and resolve conflicts.
Lead Technician
3 Years 3 Months- Improved productivity by 25% in 4 months. Managed workflow and productivity of technicians to keep projects on task. Delivered on-the-job training and development initiatives for new hires and contractors. Updated logs and job reports for completed and pending service runs at shift end. Examined complaints suggested improved methodologies and recommended system enhancements to promote a positive experience.
- Trained and mentored junior technicians on operational procedures and best practices.
- Developed and implemented process improvements to enhance efficiency in service delivery.
- Supervised technical operations to ensure compliance with safety standards and regulations.
- Led team in diagnosing and troubleshooting system malfunctions, enhancing operational efficiency.
- Trained and mentored junior technicians, fostering skill development and knowledge transfer.
- Collaborated with engineering teams to optimize installation processes for energy systems.
- Developed standard operating procedures for maintenance tasks, improving consistency across operations.
- Analyzed performance data to identify trends, driving strategic improvements in service delivery.
- Planned, scheduled, and delegated daily work to team of employees.
- Recognized as a top performer among peers due to outstanding productivity levels and commitment to excellence.
Manager Customer Service
7 Months- Developed and Implemented the restructuring of the Customer Service Department. I assumed ownership over team productivity and development by introducing higher standards and expectations for customer service. I increased efficiency and productivity, improving KPI’s including, but not limited to, Call Answer Rate 65% - 84% and Service level from 40% to 65% in the first 6 months. I reconciled accounts receivables and payables to balance the accounting records with a former client, eliminating unnecessary fees and fines of up to $1M per month. I implemented new training and staff development opportunities that allowed 5 of 12 representatives to advance their career in the first 5 months. I collaborated with the marketing team to launch and manage promotional activities and campaigns for both existing and new products. I coordinated the sale of overstock and prior year leftover product with new buyers negotiating cost and quantity, resulting in profits of more than $400K in 3 months. I worked closely with shipping, warehouse and other personnel to coordinate movements and improve workflows resulting in the warehouse manager reassessing and re-planning warehouse procedures.
- Developed training programs to improve team performance and operational efficiency.
- Analyzed customer feedback to identify trends and drive service improvements.
- Established key performance indicators to measure team effectiveness and service quality.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Introduced comprehensive quality assurance processes, ensuring consistent delivery of exceptional customer service experiences.
- Developed and maintained key client relationships, resulting in increased retention rates and revenue growth.
- Increased customer satisfaction rates by implementing new training programs for customer service representatives.
Supervisor
24 Years 1 Month- Achieved successful planning and development of several organizations from concept to full operation. Maximized resource management and strategic expansion opportunities. Resulted in the successful establishment of key customer care teams and units. Delivered an in-depth audit project that identified and resolved ordering process defects. Completed extensive audits that led to significant process improvements and enhancements. Increased order accuracy dramatically from 23% to 69% accuracy, securing a new $30M contract with the client. Created a project focused on identifying and correcting coding discrepancies for account transactions resulting in a $1M reduction in credits. Implemented new training strategies that significantly lowered call center credit expenses. Oversaw performance evaluations for a up to 75 supervisors and representatives. Enhanced team productivity through the development of effective training and coaching procedures. Promoted and mentored numerous employees into leadership positions across various departments.
- Oversaw daily operations, ensuring compliance with company policies and procedures.
- Mentored team members to enhance performance and professional development.
- Implemented process improvements that increased operational efficiency and service quality.
- Coordinated cross-functional initiatives to drive customer satisfaction and retention.
- Analyzed performance metrics to identify areas for improvement and optimize workflows.
- Developed training programs for new supervisors, fostering a culture of continuous learning.
- Led strategic planning sessions aimed at aligning team objectives with corporate goals.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Education
Associate of Arts - Liberal Arts
Data Support And Analysis - Computer Science
Skills
Leadership & Change Management
Organizational Management
Quality Management
Project Management
Training & Development
Research & Data Analysis
Call Center Operations
Visual inspection
Defect identification
Chemical handling
Laboratory safety
Training and mentorship
Accomplishments
- Achieved 69% accuracy within 3 months by completing a full audit of orders with accuracy and efficiency.
- Supervised team of 75 staff members.
- Documented and resolved coding miscues in charges and credits which led to a savings of over $1M in the 4th quarter of 2017 .
- Achieved a $400K sales through effectively helping with the sale of leftover stock by negotiating prices with 3rd party vendors.
- Collaborated with team of 2 accounts receivable reps in the development of Close the Gap, to reduce the amount of fines and penalties being charged for open accounts no longer with the company, resulting in savings of up to $1M per month.
Certification
- OSHA Certified Safety Professional 2024-02
- Emergency Response Team
- Advanced CPR/First Aid trained since 1985
- Kaizen Team
- Notary Public 2016-2020
- Tennessee State Certified ABC Trainer 2016-2020
Timeline
Quality Control Technologist
FIXX Energy (formerly AESC)
06.2024 - Current
Feeder Supervisor
UPS
08.2023 - Current
Lead Technician
FIXX Energy (formerly AESC)
07.2023 - Current
Manager Customer Service
Franke Home Solutions
02.2022 - 09.2022
Supervisor
Verizon Wireless
11.1997 - 12.2021
Sussex County Community College
Associate of Arts from Liberal Arts
The Chubb Institute of Computer Technology
Data Support And Analysis from Computer Science
CONTACT INFO
- 1034 Veterans Parkway, Murfreesboro, TN, 37128
- Email: alfredjamesded@icloud.com
- Cell#: (615) 427-8575